Operations Manager
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Job Description
Operations Manager overseeing IT Service Desk and infrastructure operations for Veteran Affairs remotely. Ensuring high-quality support and managing technical performance and reporting for service desk activities.
Responsibilities:
- Oversees the daily execution of IT Service Desk and infrastructure operations, ensuring consistent, high‑quality technical support while managing ticketing performance, SLA adherence, Jira administration, and continuous workflow optimization.
- Gathers and translates stakeholder requirements into effective policies, standards, and operational guidance, fostering strong cross‑functional relationships across IT Operations, IT Service Management, Product, Project Management, and Executive Leadership.
- Supports incident and problem management through technical analysis and reporting communicating complex issues to both technical and non‑technical audiences.
- Upholds rigorous quality assurance standards, drives process improvements, and leads implementations, change control activities, and incident response efforts.
- Prepares and presents reports to leadership, while providing full people leadership across hiring, onboarding, coaching, and performance management to cultivate a culture of accountability, continuous improvement, and customer‑centric service.
Requirements:
- Bachelor's with 8-12 years (or commensurate experience)
- Provide direct oversight of daily IT Service Desk and Production Support System activities to ensure consistent, high-quality technical support.
- Oversee IT ticketing system performance, including SLA adherence, queue management, and metric reporting to exceed service expectations.
- Support and administer Jira for internal users, including workflow configuration and troubleshooting.
- Evaluate and refine operational workflows to identify inefficiencies and implement improvements that maximize productivity.
- Establish and execute the long-term vision for the IT Service Desk and infrastructure in alignment with company culture and strategic objectives.
- Gather service desk requirements from Veteran Affairs subject matter experts and stakeholders, translating them into policies, standards, and operational guidance.
- Build and maintain strong relationships across IT Operations, IT Service Management, Product teams, Project Managers, and Executive Leadership.
- Collaborate with stakeholders to develop best practices, establish policies, and ensure customer needs are consistently met or exceeded.
- Conduct product and service reviews to assess root causes, performance trends, and risk or issue concerns
Benefits:
- Employee Assistance Program (EAP)
- Corporate Discounts
- Learning & Development platform, to include certification preparation content
- Training, Education and Certification Assistance*
- Referral Bonus Program
- Internal Mobility Program
- Pet Insurance
- Flexible Work Environment
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